Customer Service Representative

Customer Service Representative – Vacancy

Multichoice Malawi is looking for a suitably qualified person to fill up the vacant position of Customer Service Representative.

The Customer Service Representative will be based at Blantyre office. He/she will be reporting to the Customer Service Supervisor.

Contract period: 1 year.

Job Purpose:

• The Customer Service Representative is responsible for attending to customer calls and resolve queries.

Responsibilities:

• Initiate customer satisfaction survey to gain insight into customer perceptions
• Respond to queries/inquiries by clarifying and providing desired information.
• Maintain a professional attitude in challenging situations
• Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries.
• Fulfil customer requests by clarifying information, completing transactions and forwarding or escalating requests, as may be required
• Troubleshoot and resolve customer problems with our product by determining the cause of the problem, then follow through with resolution
• Reconnect customer’s accounts as per company Policy i.e. only when payment has reflected or Proof of payment has been submitted for follow up while following billing rules.
• Maintain up-to-date database by reconfirming and updating customer details as may be required during interaction.
• Ensure as much as possible, customer calls are handled with stipulated handling time set.
• Pursue opportunities to cross / upsell by disseminating information that could entice customers to uptake more products/services.
• Ensure customer education on alternative contact options.
• Explain the payment options and process mechanism to customers.

Qualifications:

• Diploma in Business Management or any other related field.

Interested candidates should submit their application letter with a detailed CV and proof of qualifications, with at least three traceable references to applications@mw.multichoice.com

Closing date for receiving applications is Friday 22nd August 2025. Shortlisting will occur on an ongoing basis as applications are received.

Only shortlisted candidates will be contacted.